Assistant Front Office Manager

JOB DESCRIPTION:

As an Assistant Front Office Manager, you will support the Director of Front Office in overseeing all front desk operations, guest services, and staff performance to ensure a flawless guest arrival and departure experience. Your role is crucial in delivering world-class hospitality and ensuring that the front office team upholds the hotel's luxury standards in service, efficiency, and professionalism.

DUTIES & RESPONSIBILITIES:

• Assist in the daily management of the front office, including reception, valet, transportation, and bell services.
• Supervise and train front desk staff to deliver exceptional guest service in line with the hotel's brand standards.
• Ensure smooth check-in and check-out processes with minimal guest wait times.
• Handle guest complaints and special requests with discretion and a focus on guest satisfaction.
• Monitor room availability, reservations, and occupancy to coordinate with housekeeping and revenue teams.
• Maintain accurate records of guest preferences and VIP profiles to personalize services.
• Conduct daily briefings and assign tasks to front office team members.
• Assist in creating staff schedules and managing attendance to ensure optimal coverage.
• Support implementation of upselling programs and promote hotel services and facilities.
• Ensure compliance with health, safety, and hotel security standards.
• Coordinate closely with other departments such as Housekeeping, Engineering, and F&B for seamless service delivery.
• Act as Manager on Duty (MOD) during assigned shifts, including weekends and holidays.
• Monitor guest feedback and review platforms to identify trends and service improvement opportunities.
• Assist with financial controls, including billing accuracy, cash handling, and front office revenue tracking.
• Support recruitment, onboarding, and performance appraisals of front office team members.
• Ensure the cleanliness and tidiness of the lobby areas, both indoor and outdoor, as well as the back of house areas.
• Coach and council the Front Office team to correct any inappropriate behavior or sub-standard performance.

REQUIRED SKILLS & EXPERIENCE:

• Degree or diploma in Hospitality Management or related field.
• Minimum 3–5 years of front office experience in a luxury or 5-star hotel environment.
• Previous supervisory or assistant management experience preferred.
• Excellent communication and interpersonal skills.
• Proficient in PMS systems.
• Fluent in English; additional languages are an advantage.
• Strong organizational, multitasking, and problem-solving abilities.
• Impeccable grooming and professional demeanor.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
• The role may require extended periods of time on your feet, especially during peak hotel hours or events.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
• Available to work varied shifts, including nights, weekends, and holidays.

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BHC is an equal employment opportunity employer.  Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.